Though rare, issues with the CommentSold and Facebook connection may happen. These issues can interfere with CommentSold's ability to read "SOLD" comments and/or interact with your shoppers via messaging. In some cases, these issues can result in Facebook placing a temporary hold on activity for your account.

Retailers can easily resolve some of these common issues using the steps we outline below. If you experience an issue with Facebook that we do not detail below, please contact our Support team by selecting the blue Support button in the bottom-right corner of your CommentSold dashboard.

Issues Reading Facebook Comments


Expand the below drop-downs to read an in-depth description and solution for Facebook comment issues.

Issue: CommentSold isn't recognizing customer comments in a Facebook group

If your customers report that they're unable to comment claim products on Facebook posts and live sales, your first step should be to verify they're commenting correctly. Comments should have three parts: SOLDIdentifier Variants. For example, SOLD 102 small gray or SOLD 104 8.5 black.

If customers are commenting correctly, it could be that the customer needs to re-accept Facebook permissions for your group. Here's what you do:

  1. Select Setup in the side menu of your CommentSold dashboard.
  2. Select Shop from the options listed at the top of the page.
  3. Copy your Shop URL from your Setup page.
  4. Add /update-permission to the end of this URL.
    • For example, http://myshop.commentsold.com/update-permission
    • Using a custom domain? No problem. It would be http://www.myshop.com/update-permission
  5. Send this link to the customer.

If you wish to proactively identify and contact customers who need to update their Facebook connections, you can follow the steps below:

To identify a specific customer with outdated permissions:

  1. Select Customers in the side menu of your CommentSold dashboard.
  2. Look for a red warning triangle beside the Customer Name.
  3. Copy their email address to send them a quick email with the Update Permissions link you created above.

To identify a group of customers with outdated permissions:

  1. Select Setup in the side menu of your CommentSold dashboard.
  2. Select Account from the options listed at the top of the page.
  3. Select the Export Customer Facebook permissions status as CSV button.
  4. Filter the CSV to only show customers with a FALSE value in the Has Group Permissions column.
  5. Send these customers a quick email with the Update Permissions link you created above.

Issues Sending Messages


Expand the below drop-downs to read an in-depth description and solution for Facebook comment issues.

Issue: Facebook blocked my account from sending Messages

Facebook will sometimes block accounts from performing certain actions, like sending messages, if it believes an account is spamming, adding too many friends, or has been posting content that is against the Facebook Community Standards.

This can affect the account's ability to send transactional messages (also known as Private Replies), or send out mass messages through Messenger.

Blocked accounts may receive one of several error messages, including:

  • "You have been temporarily blocked from performing this action."
  • "Our security systems have detected that a lot of people are posting the same content, which could mean that it's spam. Please try a different post."
  • "You recently posted something that violates Facebook policies, so you're temporarily blocked from using this feature."
Unfortunately, Facebook will require you to wait a certain period before restoring your account's ability to send messages again. Be sure you've read and understood Facebook's Community Standards to avoid this in the future.
  • Facebook
  • Social Selling

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